Turning Blame into Business

Are you consistently moving toward solving problems?

Summary
Transcript
Diana Oreck, Vice President of the Ritz-Carlton Leadership Center, shares a true story of business at risk, and the leadership approach she takes to turnaround a disappointed customer. While no company is perfect 100 percent of the time, Diana advises that it is the way in which you present effective communication and move toward solving problems that can make the difference between business retained and business lost. There was a company that wanted to work with the Leadership Center, and it was a major contract at stake. The principals of that company went to one of our hotels, and unfortunately, the service didn’t go as planned for these two very senior individuals. Someone on my team met with them the next day, and these two individuals let my team member know how disappointed they were, and we knew that the contract was at risk. I met with these people in New York two days later. So as a leader, what do you do? I said, “I apologize profusely. I understand that it didn’t go well. You can imagine our mortification and our embarrassment, especially as you’re looking at other vendors. But given that, what would be most productive for the meeting today?” And the CEO said, “You know, I have to tell you something, Diana. In all of my years I have never done such a critical dump on any employee of any company who was so professional and gracious in taking it.” And it looks now like we’re getting the contract. Things go wrong in business. You’re never going to be perfect, but it’s the way you present yourself and that you move towards solving problems. This is very powerful, because those are the things that customers are going to remember. Have you ever managed to turn a bad situation into something good? How did you achieve that? Let us know in the comments. Ms. Diana Oreck is a Certified Hospitality Trainer (CHT) and an international advisor in corporate culture, branding, leadership, employee engagement and legendary service.
There was a company that wanted to work with the Leadership Center, and it was a major contract at stake. The principals of that company went to one of our hotels, and unfortunately, as happens because no one's perfect, the service didn't go as planned for these two very senior individuals. So someone on my team was meeting with them the next day, and these two individuals really, really let my team member know how disappointing and obviously we knew that that contract was probably at risk. It, of course, was very embarrassing, because they were looking at other vendors as well. It just so happened that I was meeting with them in New York two days later. So as a leader, what do you do? I said, "I apologize profusely. I understand that it didn't go well. You can imagine our mortification and our embarrassment, especially as you're looking at other vendors. But given that, what would be most productive for the meeting today?" And with that, the CEO said, "You know, I have to tell you something Diana. In all of my years I have never done such a critical dump on any employee of any company who was so professional and gracious in taking it," and it looks like we're getting the contract." So you see things go wrong in business. You're never going to be perfect, but it's the way that you present yourself and that you move towards problem resolution. So that was a good turn around story for us. All kinds of things happen, from people losing their luggage, that's not our fault, but we're going to make sure that you've got a good suit and shoes to go to your meeting tomorrow. So this empowerment is very, very powerful because those are the things that customers are going to remember. They don't remember that the breakfast was okay. They don't remember that the bed was okay. But it's when you do something genuine to assist them, that they remember.
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Diana Oreck

Ms. Diana Oreck is a Certified Hospitality Trainer (CHT) and an international advisor in corporate culture, branding, leadership, employee engagement and legendary service. She has over 30 years of experience in the hospitality industry ...

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